Technical Account Representative - Tam, 4

Oracle Database Consultant

We are seeking Oracle Database professionals to provide 24x7 operational and advanced support for mission-critical customer environments. The role includes database administration, monitoring, troubleshooting, performance tuning, high availability, backup/recovery, patching, and incident resolution across Oracle Database platforms.

• Administer, monitor, maintain, patch, upgrade, and troubleshoot Oracle Database environments.
• Perform SQL, database, memory, and performance tuning; analyze AWR/ASH and resolve complex performance issues.
• Manage Oracle RAC, ASM, RMAN, Data Guard, Fast-Start Failover, backup/recovery, and disaster-recovery operations.
• Support Oracle GoldenGate, Exadata, multitenant databases (CDB/PDB), Enterprise Manager, and OCI-hosted databases where applicable.
• Conduct database health checks, capacity reviews, proactive risk identification, and operational reporting.
• Resolve incidents within SLA, lead technical escalations, document root causes, and maintain support runbooks.
• Work closely with customer IT teams, Oracle Support, Development, and internal SMEs to drive issues to closure.
• Support database security capabilities including TDE, Oracle Key Vault, Database Vault, wallets, and AVDF where required.
• Provide clear customer communication, technical status updates, and action plans during critical incidents.

Desired profile:

• L3 DBA / SME: 10+ years of experience with advanced expertise in Oracle Database, Exadata, RAC, ASM, Data Guard, GoldenGate, performance tuning, backup/recovery, and high-severity escalations.
• Experience with Oracle Database 11g, 12c, 18c, and 19c; OCI and Oracle Enterprise Manager experience is preferred.
• BE/BTech/MCA/MS or equivalent experience; Oracle OCA/OCP, OCI, or Autonomous Database certifications are desirable.
• Strong troubleshooting, analytical, communication, customer-management, and escalation-management skills.
• Willingness to work in a 24x7 support model and travel to customer locations when required.

Qualifications:

• Education: Bachelor’s degree in computer science, IT, or related field. Oracle certifications (e.g., OCI , OCA, OCP) are preferred.
• Experience: 8-12 years of hands-on experience with Oracle cloud administration and support.
• Shift : 24*7 Shift working from Client Site Chennai / Bangalore  . No remote or WFH allowed.

Personal Skills

• Strong experience in service delivery and/or project management is required.
• Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
• Experience on Enterprise Customers is required
• Excellent communication / relationship building skills
• Customer focused and results oriented
• Ability to work under pressure in highly escalated situations
• Organized with strong attention to detail
• Decision making / problem solving skills
• Ability to manage multiple concurrent activities (customer engagements)
• Highly professional: Ability to deal with senior and exec stakeholders with confidence
• Strong analytic skills and ability to identify potential risks and issues

Technical Skills for an L3 / Senior Database Administrator 

• Advanced Oracle Database administration, architecture, upgrades, and patching.
• Expert performance tuning using AWR, ASH, ADDM, execution plans, and SQL optimization.
• Administration and troubleshooting of Oracle RAC, ASM, and Data Guard.
• Oracle GoldenGate (GG) configuration, replication monitoring, performance tuning, and troubleshooting.
• Advanced RMAN backup and recovery, including point-in-time recovery and recovery validation.
• Database security, including Transparent Data Encryption (TDE), Oracle Database Vault, access controls, privilege management, and security hardening.
• Oracle Audit Vault and Database Firewall (AVDF) deployment, configuration, audit collection, monitoring, and policy management.
• Ownership of complex production incidents, root cause analysis, and preventive actions.
• Planning and execution of database migrations and upgrades with minimal downtime.
• Capacity planning, storage optimization, and automation using SQL, PL/SQL, and Linux/Unix shell scripting.
• Disaster recovery planning, failover testing, and business continuity support.
• Technical leadership, mentoring of L1/L2 teams, and review of database changes and operational procedures.

• AI & ML Skillset ( Good to have ) 
• Python: The core programming language for AI and Machine Learning.
• Essential Libraries:
  • NumPy for numerical computation and array handling.
  • Pandas for data manipulation and analysis.
  • Matplotlib/Seaborn for data visualization.
• ML/DL Frameworks: Hands-on experience with:
  • Scikit-learn for traditional ML models.
  • TensorFlow/Keras or PyTorch for Deep Learning implementations.
• SQL: Proficiency in querying and retrieving data from databases.
• Git: Competence in version control for collaborative development.
• Familiarity with various neural network architectures (CNNs, RNNs, Transformers).
• Experience with Large Language Models (LLMs) and generative AI principles.

• Big Data Tools: Exposure to platforms like Spark or cloud services for handling large datasets.

  Responsibilities

• Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts.  Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customer’s industry drivers,  organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
• Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
• Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
• Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
• Identify and submit delivery leads for new opportunities and contract renewals.
• Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.
• Establish and maintain a delivery governance model with the customer at the management and executive levels.
• Perform scope and risk management.
• Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
• Conduct periodic Service Account Planning and Account Reviews. 
• Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
• The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
• Provide technical guidance and be part of the customer calls/meeting on adoption of database technology
• Should possess strong technical skills on Database and DB products to advocate to customer the use cases and guide the customer and team of Oracle CSS Engineers through the lifecycle of Oracle Technology product adoption
• Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.
• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
• Where appropriate create and maintain the ACS service delivery or project plan.

• Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside)

  Accountabilities:

• Proactively manage the contract delivery to completion / customer acceptance
• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
• Manage any customer escalation that may arise
• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract 
• Work in line with customer working practices and procedures, if contractually agreed 
• Operate in line with Oracle CSS business processes and procedures
• Operate in line with Oracle Global and local HR policies and procedures